Global SaaS Technical Support Manager - Hybrid

Gongio; Dublin; Hybrid; EUR 70,000 - 90,000; Full time

Job summary

Gongio is seeking a Manager, Technical Support to lead a dedicated team in Dublin. This role involves overseeing the support team to create an exceptional customer experience and managing high-priority escalations effectively.

As a leader in a fast-paced SaaS environment, candidates need to have at least 3 years of experience in a technical support or customer success role. The position is hybrid, requiring office presence three days a week.

Qualifications

• Proven experience managing a customer-facing team in a B2B SaaS environment.
• Ability to manage critical time-sensitive customer escalations.
• Experience with tier-1 and higher-tier technical support.

Responsibilities

• Cultivate a positive team culture.
• Mentor and develop a multi-tiered support team.
• Manage high-priority customer escalations effectively.
• Support vendor operations for seamless workflows.

Skills

Escalation Handling

Team Management

Data Analysis

Communication Skills

Education

3+ years in Technical Support or Customer Success

Tools

Salesforce Service Cloud

Zendesk

Job description

Gongio is seeking a Manager, Technical Support to lead a dedicated team in Dublin. This role involves overseeing the support team to create an exceptional customer experience and managing high-priority escalations effectively.

As a leader in a fast-paced SaaS environment, candidates need to have at least 3 years of experience in a technical support or customer success role. The position is hybrid, requiring office presence three days a week.